I'm not sure if I understand your question correctly, so do correct me
if I misunderstood.
Agents may reply to tickes over e-mail, keeping the ticket number in
the subject line, but the articles will get appended to the ticket
just like regular answers from customers.
If you need to identify
On Fri, May 31, 2013 at 11:27 AM, Alf Delgado adelg...@altus.co.cr wrote:
If you need to identify these e-mails as agent responses, or even
perform further actions on the ticket, maybe you could use the Agent
Email Interface add-on [1]. I haven't installed or used it, but it
does look
On 31 May 2013 18:33, Alf Delgado adelg...@altus.co.cr wrote:
Forgot to add the link. Here it goes:
[1]
http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons/feature-add-on-agent-email-interface/
You have to pay for that add-on, it's not included in the OSS version.
Hi,
I am running OTRS version 3.2.7 on CentOS Linux Version 6.4. Is there a way
to append conversation in OTRS whenever any end customer replies to the
specific ticket keeping the subject line intact( also includes ticket #)?
Regards,
Kaushal
no. That would just create another article. But that article might have the
ticket flow if it's a reply.
On Mon, May 27, 2013 at 10:04 AM, Kaushal Shriyan
kaushalshri...@gmail.comwrote:
Hi,
I am running OTRS version 3.2.7 on CentOS Linux Version 6.4. Is there a
way to append conversation in
On Mon, May 27, 2013 at 8:16 PM, Gerald Young cryth...@gmail.com wrote:
no. That would just create another article. But that article might have
the ticket flow if it's a reply.
Thanks Gerald. Apologies for not having explained in the first instance.
For example
Person A (End User/ Customer)
No, all agent replies have to be made via the agent web interface not via email.
On 27 May 2013 17:13, Kaushal Shriyan kaushalshri...@gmail.com wrote:
On Mon, May 27, 2013 at 8:16 PM, Gerald Young cryth...@gmail.com wrote:
no. That would just create another article. But that article might
